Customer Experience Transforms Business and Marketing Strategy - The Next Frontier Of Competition

Customer Experience is today's hottest topic - It is the competitive weapon of the 21st century.

We have moved from product to brand to the information society and now we are facing experiential techniques that lift the game to another level, it moves the battle for the hearts and minds of consumers to another level that if you cannot play you will be relegated to the old fourth division! Extinct?

So, if you have not got an opinion, nor a considered approach nor sit in the vanguard of developing your own Customer Branded Experience then get going now or be prepared to be ever following your competition or a worse fate still.

It is very simple, a positive customer experience will keep consumers coming back to you, a negative customer experience will make sure they remain wavering consumers prey to your competitor's overtures, they will be firmly in the market melting pot - looking for alternatives - searching for something new. They want to be so WOWED they will tell their friends, be proud to call themselves a customer, to wear your brand as a badge of honour, or tell her next door how they solved that nagging problem by using the new service at the local council that you created.

A very positive experience will get your customer talking about you and your service, telling family, friends, and colleagues about your service. A break through highly differentiated experience will have your customers converting to become advocates of your brand. You will have a whole army of brand champions fighting your battle for share of voice and selling your product for you.

The absolute winner is that if you can produce a breakthrough customer experience that breaks the norm - breaks new ground, wows the audience and surprises and delights the market then you will have a viral wild fire campaign on steroids - sweeping all before you to a dominating market position.

Can you achieve a customer experience breakthrough of your own? - And can this breakthrough be the market sweeping branded experience that accelerates your business and personal success?

Customer Experience (CE) is what is left behind when a customer has had any kind of interaction with your company. For the customer this can be tangible or emotional. What is left is the essence of business, it is what makes up your brand value the future intentions to buy from your customers, it is what is spoken about you and your service in the market - it is your reputation. Customers want service at the speed of life and they want information at the speed of light.

In the current competitive landscape the positive and negative impact of a customer's experience has been heightened to a new level. Today's accelerated and magnified Word of Mouth phenomena has elevated Customer Experience to the top of competitive strategy. Viral on steroids, web, mobile, proliferation of consumer groups, forums, pressure groups, discussion groups and the power of the minority as well as people focused media with content, created by communities - has all transformed the marketing and business landscape.

CE matters because directly or indirectly it determines the total value that your business will create and the longer-term sustainability of your business. Good Customer experience has a positive multiplier effect on Customers and your business value, while the converse is true for bad customer experience.

To Discover more about the 21st Century's essential competitive weapon why not check out "The Ten Immutable Laws Of Branded Customer Experience" a completley Free mini-course created by the Customer Fanatix Team that shares what it takes to create your own customer experience breakthrough and leave the competition behind! - get yours at www.etonmarketing/free-mini-course

Till the next time,

Steve L Jones

CEO Eton Marketing